Almost every company boasts a high client satisfaction rate, but without real numbers, potential customers are expected to give them the benefit of the doubt. 

At Switchfast, we fiercely believe in our culture of honesty and transparency. If we’re going to claim that clients love us, we’re going to show you exactly how much. This page is dedicated to keeping us accountable. Our numbers are out here for all to see, and we welcome the continued feedback from our clients and employees.

Client Satisfaction

Q2 2017

Industry Avg

95%

+

98.1%

Every time Switchfast technicians close out a service ticket, the client receives a survey asking about their satisfaction with performance and professionalism of the employee. This measure gives us real time feedback, so we know exactly how we’re doing at any point in time. We receive nearly 1,500 service ticket surveys per month from our clients. Over 98% of the time, we receive a response of "Good" or "Extraordinary!" to the question, "How satisfied are you with our work on this request/incident?". 

While the average client satisfaction score in the IT service industry is an impressive 95%, it's important to also consider a company's survey response rates. Switchfast averages a 66% response rate on client satisfaction surveys. According to CustomerThermometer, the average customer survey response rate is often below 2%.

Are you considering a new IT Managed Services Provider? Anyone you are considering will surely tell about their amazing client satisfaction scores. Be sure to ask that company the following questions:

  1. How do you measure client satisfaction?
  2. Do you survey all clients or just a select few?
  3. How often do you survey your clients?
  4. How often do you review your surveys and with whom?
  5. Can you show me your surveying process and your data? 

Robert R.8/15/17
"Excellent support!”
Laura H.7/10/17
“So helpful and kind! I got this resolved in under an hour. Thank you!”
Terri S.8/22/17
“You guys and gals are the best. Thank you, again!”
Sean H.8/16/17
“Thank You! Always good to know we have backups!”
Kristin H.8/14/17
"Helpful and quick! Thanks!”
Gabriella G.8/8/17
"As always! Thank you for your extremely helpful & patient staff."

Net Promoter Score (NPS)

2017 YTD

Industry Avg**

35

+

70

Net Promoter Score measures customer experience with the question: “On a scale from 0-10, how likely is it that you would recommend this brand to a friend or colleague?”

Subtracting the percentage of scores in the 0-6 range from the percentage of scores in the 9-10 range yields the Net Promoter Score. Satmetrix, the co-developer of Net Promoter®, benchmarks leading brands according to their NPS. Their 2016 report included 44,000 US respondents and 247 brands across 23 industries**.  The average NPS across all industries is 33. For the Technology and Electronics industry, the average NPS is 35. The leading brands in the Technology and Electronics industry such as: Amazon, Apple and Samsung, have an average NPS of 54. 

Managed and reported on by an independent 3rd party company, each day 20 - 30 NPS Surveys go out to a random selection of Switchfast's clients end-users. The Switchfast Leadership Team and Client Services Teams review daily all "Detractor" responses (a score of 0 - 6) and all "Promoter" responses (a score of 9 or 10). Year-to-date in 2017, Switchfast NPS scores are twice the average business and 30% higher than some of the best and most respected brands in the World. 

Source: http://www.satmetrix.com

Employee Engagement

2017 YTD

Industry Avg

33%

+

91%

At Switchfast, we check in every six months with an anonymous survey gauging employee satisfaction, engagement, and overall impressions about the company’s process and culture. We base our Employee Engagement survey on Gallup's Q12 Survey. Gallup has studied survey results from more than 25 million employees around the world and they even wrote the bestselling book on engagement — twice.

This is not only a good way for us to ensure that our team is happy, but also an invaluable source of suggestions for improvement. Here are the twelve questions we ask entire team 2x / year:ESAT Matters

Q01: I know what is expected of me at work. 6 in 10 U.S. employees strongly agree
Q02: I have the materials and equipment I need to do my work right. 3 in 10 U.S. employees strongly agree
Q03: At work, I have the opportunity to do what I do best every day. 4 in 10 U.S. employees strongly agree
Q04: In the last seven days, I have received recognition or praise for doing good work. 3 in 10 U.S. employees strongly agree 
Q05: My supervisor, or someone at work, seems to care about me as a person. 4 in 10 U.S. employees strongly agree
Q06: There is someone at work who encourages my development. 3 in 10 U.S. employees strongly agree 
Q07: At work, my opinions seem to count. 3 in 10 U.S. employees strongly agree
Q08: The mission or purpose of my company makes me feel my job is important. 4 in 10 U.S. employees strongly agree
Q09: My associates or fellow employees are committed to doing quality work. 3 in 10 U.S. employees strongly agree 
Q10: I have a best friend at work. 2 in 10 U.S. employees strongly agree
Q11: In the last six months, someone at work has talked to me about my progress. 3 in 10 U.S. employees strongly agree
Q12: This last year, I have had opportunities at work to learn and grow. 4 in 10 U.S. employees strongly agree

 Source: https://q12.gallup.com/

July 2017
"My manager has been behind me and encouraging my development daily."
July 2017
"It is an amazing company. Keep up the positive feedback though.”
July 2017
"My manager has been very helpful in understanding my roll and the parts that connect it all together"
July 2017
“Thank you for having an environment where we can learn from each other and trust each other that is unforced. This is refreshing and enjoyable.”
July 2017
"I feel that my manager *as well as* my coworkers are invested in my well being, and it makes working here a more pleasurable experience."
July 2017
“Warren is amazing!! He is always there for you and you can count on him. Nik as well, I love my job and love what I do.”
July 2017
"Initially was really unsure of Jason when he started, but he has been absolutely amazing in the short time I've known him and his flexibility is a huge asset to the company."